Prepared For
RFP Round 2 — DDC Partnership
Shift to AI Enabled Growth
& Efficiency Acceleration
Six years of proven execution. A system already in motion. A clear path forward.
×
6
Years Proven
✔
System In Motion
0
Days to Transition
∞
Roadmap Forward
CONFIDENTIAL — PREPARED FOR FEDEX DDC LEADERSHIP
FedEx DDC RFP Presentation Agenda
Infinity / Buyerlytics — April 8, 2026
01
Welcome & Introductions
02
Partnership Journey & Foundation
03
Cultural Alignment & Operating Philosophy
04
BPO Industry Perspective & Buyerlytics Evolution
05
Buyerlytics Revenue Operating System
06
Technology Strategy & Roadmap
07
AI Demo
08
Training & Enablement Model
09
Talent Strategy
10
Selling Strategy & Customer Engagement
11
Investment Strategy
12
Delivery Model: Onshore, Nearshore, Offshore
13
Proactive Innovation & Continuous Improvement
14
Closing & Discussion
Section I
Leadership Team
Tom Leidigh
Chief Executive Officer
Zach Calef
Chief Revenue Officer
Stacey Raus
VP, Delivery & HCM
Tiffany Moceri
VP, Growth & Product
Miranda Kulis
Director, Client Success
Rabia Aziz
Director, Data & Analytics
Andrea Snyder
Director, Product Delivery
Steve Carlile
Senior Sales Manager
Ty Rhamy
Strategic Consultant
Our Journey Together
A Partnership Built on Innovation
2018
The Introduction
Industry event in Carmel, CA. Patrick attended Tom's session on a new model — now known as Buyerlytics. Included in FedEx RFP.
Nov 2019
Selected & Launched
Following rigorous evaluation, Infinity selected as DDC partner. Partnership officially launched.
Year 1
Lead Scoring, ADNR & Digital Calendar
Implemented lead scoring and ADNR frameworks. Designed and launched a customized digital calendar for FedEx.
Year 2
Cost & Productivity
Drove key initiatives: cost reduction, productivity improvement, and revenue growth.
Year 3
Sales Playbooks
Structured sales processes and standardized playbooks across regions.
Year 4
Comp Model Overhaul
Enhanced compensation models. Rolled out new plan aligning AE incentives with performance.
Year 5
Nearshore Delivery
Implemented lower-cost nearshore model. Expanded operational capacity while managing costs.
Year 6
Revenue OS Built
Buyerlytics Revenue OS built from concept to production. AI coaching deployed.
Today
Accelerate Forward
System in motion. Ready to accelerate — not start over.
This partnership started with a vision
Patrick saw something different in Carmel — a model built on buyer intelligence, not headcount. Six years later, that vision is a fully operational Revenue OS.
The Industry Challenge
The BPO Model Has Changed —
And So Have Expectations
And So Have Expectations
The Old Model
❌
Headcount = Success
❌
Hero-Dependent Performance
❌
Adhoc Coaching By Anecdote
❌
React After Problems Surface
❌
High Attrition, Low Investment in Support
❌
Low Compensation
The Old Model
VS
The Infinity Standard
✔️
Revenue Accountability
✔️
System-Driven Consistency
✔️
AI-Powered Real-Time Coaching
✔️
Predict and Prevent
✔️
Career vs. Temporary Job
✔️
Life Changing Income
Where Infinity operates
The model has hit its ceiling
The answer is a fundamentally different operating system for revenue performance.
The Revenue Operating System for BPOs
BUYERLYTICS® Rev OS
A New 100% Performance Standard®
Signal Inputs
📡Buyer Signals
Intent, engagement, behavioral triggers
hover for detail →
📡 Buyer Signals
What Feeds In
- Inbound and outbound engagement activity
- Buyer intent and behavioral trigger data
- Contact and account interaction history
- Campaign response and conversion signals
Why It Matters
Unified buyer signals become the foundation for every downstream action — without clean inputs, the system can't separate signal from noise.
📊Performance Data
Pipeline, conversion, velocity KPIs
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📊 Performance Data
What Feeds In
- Pipeline stage and conversion rate metrics
- Revenue, retention, and margin KPIs
- Sales velocity and cycle time data
- Agent and team performance scorecards
Why It Matters
Performance data establishes the baseline for identifying where revenue, retention, and margin opportunities exist — the starting point for the Insights phase.
🏗️Operating Model
Workflows, systems, org structure
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🏗️ Operating Model
What Feeds In
- Current workflow and process structure
- Technology stack and integrations
- Organizational design and role clarity
- Governance and management cadence
Why It Matters
Buyerlytics doesn't replace the operating model — it embeds into it. Understanding the existing framework is critical to implementation design.
👥Workforce & Culture
People, readiness, talent structure
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👥 Workforce & Culture
What Feeds In
- Hiring profiles and role design readiness
- Training gaps and onboarding maturity
- Retention, recognition, and compensation data
- Cultural alignment and performance accountability
Why It Matters
People are the execution layer. The system makes everyone perform — but only if workforce readiness and culture alignment are in place.
Our Proven 5 Step Process
1
Insights
Assess current state, find highest-value opportunities
Phase 1: Insights
Identify where revenue, retention, and margin opportunities exist through a structured diagnostic.
Two Entry Paths
- Snapshot ($10K) — Focused diagnostic, directional clarity
- Blueprint ($50K) — Deep cross-functional assessment + implementation blueprint
Deliverables
- Current-state findings and gap analysis
- Prioritized opportunity areas with sequencing
- Operating model recommendations
- Phased activation roadmap & KPI/ROI baseline
2
Activate
Embed the OS into people, process, tech
Phase 2: Activate
Guided implementation — embed Rev OS into the client's people, processes, technology, and operating structure.
Key Actions
- Launch implementation workstream and rollout plan
- Stand up Revenue Success Office cadence
- Configure and deploy workflows, tools, systems
- Onboard leaders, managers, and frontline teams
- Install governance and execution routines
- Prepare all five engines for go-live
3
Validate
Engines go live, measure and prove results
Phase 3: Validate
Execution and optimization — Rev OS Engines go live. Performance is measured and results are proven.
Engines Activated
- Strategy — Alignment, priorities, visibility
- Human Capital — Hiring, training, retention
- Technology — CRM, automation, enablement
- Performance — Playbooks, coaching, QM
- Intelligence — Dashboards, AI, ROI tracking
4
Ignite
Scale what works, deepen adoption, maximize ROI
Phase 4: Ignite
ROI realization — engines shift to hyper-drive. Scale practices across teams, programs, and accounts.
Outcomes
- ROI quantified and visible to leadership
- Performance gains sustained over time
- Adoption expands across the business
- Rev OS Engines driving long-term value
5
Scale
Operationalize what works across teams
Phase 5: Scale
Institutionalize the system. Operationalize performance across sites, programs, and new client engagements.
What Happens
- Standardize delivery across sites and regions
- Reduce variance, increase predictability
- Deploy across new enterprise client footprints
- Use as competitive wedge to win new logos
- Performance culture becomes institutional DNA
Guided By
The Revenue Success Office®
The command center — aligning leadership, client success, and execution teams to drive performance, adoption, and ROI.
Powered By the Rev OS Engines
🧭 Strategy ▴
🧭 Strategy Engine
Your Fractional Board of Directors
Strategic alignment to revenue and margin goals — defining what winning looks like, where to compete, and how to build the edge.
Core Capabilities
- Strategic alignment to revenue and margin goals
- Opportunity prioritization and execution sequencing
- Operating model alignment
- Leadership visibility into what matters most
At Scale
- Expansion planning across teams, clients, or BUs
- Ongoing alignment to growth and margin priorities
- Prioritized roadmap for continued scale
Anchored In
The Five Strategic Choices: Define winning → Choose where to compete → Decide how to win → Build capabilities → Install management systems.
👤 Human Capital ▴
👤 Human Capital Engine
Not Commodity Labor — Performance Culture
AEs operate inside the Buyerlytics system with continuous skill development, meritocratic accountability, and an "own your seat" mindset.
Core Capabilities
- Hiring profiles and role design
- Recruiting support and selection standards
- Onboarding and ramp structure
- Training and ongoing readiness (LMS)
- Culture, recognition, and retention support
- Compensation and performance alignment
At Scale
- Scaled hiring and talent planning
- Stronger retention and performance culture
- Expanded role clarity and comp alignment
Product Suite
Hiring Profile SystemRecruiting SOPCareer PathingAE Comp ArchitecturePerformance Cadence
⚙️ Technology ▴
⚙️ Technology Engine
Built In, Not Bolted On
Seamless technology integration with AI-enhanced tools for productivity, insight generation, and frontline enablement.
Core Capabilities
- CRM and workflow configuration
- Tool alignment and integration support
- Process automation opportunities
- System enablement for frontline teams
- AI integration and testing
At Scale
- Broader workflow adoption and utilization
- Expanded integration and automation
- Infrastructure to support scale across the model
Product Suite
CRM CoreWFM IntegrationAI RoleplayAI Operational TriggersEnterprise Security
🚀 Performance ▴
🚀 Performance Engine
The Execution Standard
Standardized execution, coaching architecture, and quality management — the system that makes everyone perform, not just the top 25%.
Core Capabilities
- Revenue playbooks and execution standards
- Coaching routines and management cadence
- Quality management and compliance oversight
- Campaign and program execution support
- Daily / weekly / monthly performance cadence
2-3x
Avg performance lift
3.4x
Gap compressed (from 8.7x)
Product Suite
Process PlaybooksCoaching ArchitectureQM CoreQM ComplianceClient Success RoadmapSLA/SOW Governance
🧠 Intelligence ▴
🧠 Intelligence Engine
Inspect What You Expect
Real-time visibility into leading and lagging indicators at the individual and program level. AI-enabled insights turn data into action.
Core Capabilities
- KPI dashboards and scorecards
- Performance thresholds and reporting
- Analytics and trend visibility
- ROI tracking and baseline measurement
- AI-enabled insights and triggers
- Data-driven optimization recommendations
At Scale
- ROI dashboards and business impact reporting
- Trend analysis and performance benchmarking
- Expanded visibility across revenue, retention, margin
- Data-driven recommendations for future growth
Product Suite
Analytics CoreCRM AnalyticsAI Quality IntelRevenue AttributionPerformance ScorecardKPI Dictionary
Performance Outcomes
📈Land Customers
Higher acquisition, faster conversion
← hover for detail
📈 Land Customers
What The System Delivers
- 2-3x lift in acquisition performance
- Faster pipeline conversion and shorter cycles
- 5.7x volume increase (Global Tech case)
- Proven across B2B, B2C, and multi-vertical
The Shift
From hoping the top 25% carries the team to a system where the entire floor produces. The bottom doubles; the variance collapses.
🚀Expand Customers
Expansion, upsell, scalable growth
← hover for detail
🚀 Expand Customers
What The System Delivers
- 6.3x average order value increase (Global Tech)
- Upsell maximized — policies per order +43%
- Teams scaled 4x with predictable performance
- Innovation Lab de-risks pilots before scaling
The Shift
From labor scale to performance scale. Revenue per AE expands, margins grow, and the system gets better as it scales.
💎Retain Customers
Retention, quality, brand protection
← hover for detail
💎 Retain Customers
What The System Delivers
- Proactive churn prevention via intelligence signals
- Integrated QA protecting brand integrity
- Trial-to-pay conversion lifted +40pts
- Client success roadmaps driving expansion
The Shift
From reactive account management to a governed system of client success — where retention is an outcome of execution quality, not relationship management.
⚡Grow Margins
Efficiency, margin discipline, ROI
← hover for detail
⚡ Grow Margins
What The System Delivers
- Higher efficiency reduces cost per acquisition
- Revenue per AE increases while cost structure holds
- Performance economics replace labor economics
- Revenue share alignment drives accountability
The Shift
Margins expand, not compress. The math works for everyone — enhanced incentives drive achievement while efficiency gains flow to the bottom line.
Get Customers. Keep Customers. At Scale.
Our Approach
AI Strategy: Smart, Not Heavy
We don't chase AI hype. We solve real problems.
1
Identify the Need First
Every AI initiative starts with a specific performance gap — not a technology looking for a problem. We audit the workflow, quantify the impact, and only then design the solution.
2
Co-Develop with Clients
FedEx isn't a customer of our AI — you're a co-creator. We build with your data, your workflows, your edge cases. This isn't off-the-shelf. It's purpose-built for DDC.
3
Build First, Buy If Needed
We build proprietary solutions that we own and control. If a best-in-class vendor solves a specific layer better, we integrate it — but the intelligence layer stays ours. No vendor lock-in. No black boxes.
4
Measure Everything
Every AI capability has a defined ROI target before deployment. If it doesn't move revenue, retention, or ramp time — it doesn't ship. We kill projects that don't prove value.
Roadmap
Technology Evolution Timeline
PHASE 1 — Q1 & Q2 2026
Testing & Validation of AI
Database Assessment for AI Readiness
Model Testing & Validation
Data Pipeline Architecture
PHASE 2 — Q4 2026
Version 1 Deployed & Licensable
Production AI Deployment
Licensable Platform Release
Client-Facing Dashboards
PHASE 3 — 2027
Full Release & Agentic AI
Agentic AI Capabilities
Full Licensable Platform
Network Upgraded
PHASE 4 — 2027 & BEYOND
Autonomous Revenue Intelligence
Self-Optimizing Performance Models
Predictive Attrition & Hiring Engine
Cross-Client Intelligence Network
Autonomous Pipeline Management